Tracker refusing to provide insurers with information

Mother-in-law car ****** on 12 February. Tracker activated and they phoned to say tracking the vehicle. Got SMS updates and every Saturday get a SMS saying still not recovered the vehicle.

Now insurers want report from Tracker relating to the incident and they are refusing to provide saying "Unfortunately the clients profile does not have reports functionalities." We are not asking for reports, but the incident report. The agent (Elizabeth Masha) has been unhelpful and keeps responding with a generic cut and paste response.

Insurance say they have to provide, and they ignore. Call center keep saying must send mail and cannot assist over the phone!